Customer Service Senior Executive (East Region / 5.25 Days) (Air Freight)- LL

Role Overview

We are seeking an experienced and dedicated Airfreight Customer Service Senior Executive to join our Freight Forwarding team. In this pivotal role, you will be responsible for managing end-to-end airfreight shipments on behalf of our customers, ensuring timely, accurate, and high-quality service delivery. The ideal candidate will possess robust knowledge of airfreight forwarding operations, shipment documentation, and customs regulations, acting as a reliable partner to our clients and internal teams alike.

Key Responsibilities

• End-to-End Shipment Management: Manage the complete lifecycle of airfreight forwarding shipments, including booking, documentation, coordination with airlines and ground handlers, customs clearance (for imports), export documentation, billing, and shipment closure.

• Customer Excellence: Act as the primary point of contact for customers regarding their import and export shipments. Provide timely updates, effectively handle inquiries, and resolve operational issues to ensure high customer satisfaction.
• Stakeholder Coordination: Coordinate seamlessly with airlines, ground handling agents, trucking partners, and customs authorities to ensure smooth shipment execution and strict compliance with regulations.
• Performance Monitoring: Monitor and ensure compliance with Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and internal operational procedures.
• Issue Resolution & Ownership: Take proactive ownership of complex or high-value shipments, swiftly resolving any delays, documentation discrepancies, or customs queries.
• Process Optimization: Identify operational bottlenecks and recommend continuous process improvements to enhance efficiency, accuracy, and overall service quality.
• Documentation & Reporting: Maintain highly accurate shipment records, operational reports, and regulatory documentation for internal, customer, and compliance purposes.
• Team Mentorship: Support, guide, and train junior customer service staff on airfreight forwarding procedures, proper shipment documentation, and industry best practices.
• Escalation Management: Promptly escalate unresolved customer or operational issues to management, ensuring appropriate follow-up and resolution.
  

We regret only shortlisted candidates will be contacted. All applications will be handled confidentially. By submitting your application, you agree to the collection, use, retention, and disclosure of your personal information to prospective employers.

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